This KPI measures how well an institution is getting customers involved in the request process. When customers are involved they benefit from automatic email updates and customer satisfaction improves. The requester portal enhances communication, transparency, and gives customers more ownership of the process. Institutions can expect productivity gains as a result of streamlined work flow, decrease in data entry on the admin staff and reduction in phone calls.
Incidents created by a user in the role of a requester within the most recent 12 month window with a completed/closed status, divided by the count of completed/closed incidents in the same 12 month window.